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Guest Services Assistant
3 months ago
JOB DESCRIPTION
Job Title:
Guest Service Assistant
Reports to:
Guest Services Manager
Department:
Reception
Based at:
Native Edinburgh
ABOUT NATIVE
OUR MISSION
Native Places mission is to create great places, with great people, in great areas. We help you plug into cities and communities - whether you're passing through or making permanent plans. Our Aparthotels are ideal for energetic travelers, curious families, work trippers, one-nighters, or staycayers. Our Apartment Collection is ideal for anyone relocating to a new city or looking to stay a while.
Going Native is like staying at home. Just better. Work in your living room or our communal spaces. Entertain as you wish or join our events. Cook when you want, eat with us, or head into the city armed with our best tips. And when you're done, just leave the cleaning to us. In short, Native is for those who don't want to book boring. Those looking to stay somewhere original. Nothing too fancy or formal, weird or wonderful. Just great places, with great people, in great areas.
OUR COMMON TRAITS
Aesthetically Designed
You walk into some spaces, and you just know you're going to have fun. Design plays a big part in that. Every Native site looks good so you can feel good.
Community Driven
In many ways we're just the middle-woman, connecting global guests to local communities through environments, experiences, and moments. Eco-friendly alternatives, original brands, resident events.
Interesting + Interested
From our places to our people. Native isn't quirky or kooky. But it does shine a spotlight on different. A different way to stay and savor a city.
WHAT MAKES US DIFFERENT
Pay less, get more.
At Native you get extra space, your own kitchen, and a calendar of events to keep you busy. No need to head outside if you don't want to.
Live like a local.
Each Native site has its own history and heritage and is deeply embedded into its community. You'll be surrounded by local art, brands, and makers. While our team and Neighborhood Heroes are there to help you paint the town whatever colour you fancy.
Keen on green.
Apartment-living is, by nature, more eco-friendly (we can be more conservative with water, cleaning, and energy). We supplement this with our behavior. Like fanatically sourcing local with our produce and products.
Summary of Position:
Every day is different. You will play a crucial part in the delivery of the guest experience.
The role will be the first point of contact for many guests and will work to personify the brand, act as an expert on the neighbourhood and deliver a consistent, welcoming experience for all guests.
You'll be fundamental in creating a superb first and lasting impression of our property and central in creating the Native identity.
You'll bring positive energy to each conversation, resolve issues quickly and effectively and make everyone feel welcome and appreciated.Principle Duties and Responsibilities:
We have summarised here some of the day to day functions of the role:
- Deliver an exceptional experience to every person, beginning with an unmatched first impression and building rapport with other team members, visitors, clients and guests.
- Ensure the highest service and Guest Satisfaction level.
- Handling of complaints/problems/issues arising from guests ensuring that all complaints are dealt with quickly and efficiently. This requires strong and efficient communication skills, maturity, an abundance of common sense and the ability to stay calm in a crisis.
- Respond quickly and courteously to guest concerns and questions, and takes prompt action to solve problems and/or document and convey other requests to the appropriate individual.
- Follow established policies and procedures by monitoring and ensuring compliance with regulatory requirements, organisational standards, and operational processes related to area of responsibility and reporting violations or infractions to appropriate individual.
- To have a full knowledge of system
- To adhere to operational standards and to keep yourself up to date with any amendments of changes.
- Support any sales site visits as applicable.
- Responsibility for all site keys including signing in and out procedure.
- Build positive and productive working relationship with colleagues across the business.
- Keep a fluent and cooperative communication and working relationship with all departments.
- To ensure that you are attired and presented correctly.
- To have full knowledge and be able to act upon fire procedures of the building.
- To take part in training, including Manual Handling, Company Regulations, Customer Service, Security and any other requirements by the Company.
- Be familiar with company policies and procedures and deploy as required.
- Actively promote teamwork and twoway communication.
Experience:
- Demonstrable experience of working in a customerfacing ro
